Frequently asked questions

Getting Started

How does it work?


Sarnia Produce Online Shopping simplifies your shopping in 3 easy steps: 1. Place your order at sarniaproduce.ca*. 2. Choose whether you want curb-side delivery or door-to-door delivery. 3. Our personal shoppers will prepare your order. *Preparation and delivery fees may apply. No minimum purchase required. Service available in select areas. See details at sarniaproduce.ca.




Is online shopping available in my area?


Our online shopping is available to everyone that will choose curb-side pickup. For door-to-door delivery, our online grocery services are available for select location for now. Click here to check if you are in our service area. Not available yet? We're working to broaden our delivery areas to reach more customers. If you give us your email address, we'll let you know when it's available in your area!




What are the delivery hours?


Please check our Area of Service for the days that delivery is made in your area.




Can I get same-day pickup or delivery?


For Curb-Side: DUE TO HIGH VOLUME OF ORDERS WE ARE CURRENTLY EXPERIENCING, SAME DAY PICKUP MAY NOT BE AVAILABLE. PLEASE WAIT FOR YOUR NOTIFICATION THAT YOUR ORDER IS READY FOR PICKUP. CURRENT FULLFILLMENT TIME IS 3-4 DAYS. DO NOT CALL OUR CURB SIDE TELEPHONE # (226-774-3397) TO PLACE ORDERS OR QUESTIONS. THIS NUMBER IS ONLY TO BE CALLED WHEN YOU HAVE RECIEVED YOUR NOTIFICATION THAT YOUR ORDER IS READY FOR PICKUP AND YOU ARE PARKED AT OUR STORE. WE ARE DOING OUR UTMOST TO FULFILL ORDERS IN A TIMELY FASHION TO SUPPLY YOUR NUTRITIONAL REQUIREMENTS. THANK YOUR FOR YOUR UNDERSTANDING Our curb-side pickup is Monday to Saturday up to 4:30 p.m. and during the COVID-19 crisis, our curb-side pickup hours may be extended. ______________________________________________________________________________ For Home Delivery: Delivery person will ring or knock on your door and leave your order at the door but you do not need to answer the door, however there is no need to have anyone home. DUE TO HIGH VOLUME OF ORDERS WE ARE CURRENTLY EXPERIENCING, SAME DAY DELIVERIES MAY NOT BE AVAILABLE. YOU WILL GET A NOTIFICATION WHEN YOUR ORDER WILL BE OUT FOR DELIVERY. CURRENT FULLFILLMENT TIME IS 3-4 DAYS. WE ARE DOING OUR UTMOST TO FULFILL ORDERS IN A TIMELY FASHION TO SUPPLY YOUR NUTRITIONAL REQUIREMENTS. THANK YOUR FOR YOUR UNDERSTANDING See delivery areas *if you received a notice that your order was out for delivery and did not get it that day, the delivery driver will deliver the next day and leave your order at the front door.




Do you need a Sarnia Produce account to shop?


You can browse products and add items to your cart without an account and will not need to set up an account to shop with us.




Who will prepare my order?


Your order will be prepared by a personal shopper, a dedicated member of the Online Sarnia Produce team who's specially trained to select the freshest items using the same care you'd use if you were doing it yourself!




Is my order kept fresh once it's prepared for delivery or pickup?


Sarnia Produce maintains the freshness of your online order at the store so that it is delivered fresh to your door.




Are there fees for using the Sarnia Produce Online Grocery service?


There is no fee for using the online features however there is a curb-side fee of $5.00 per order processed. For delivery, the fee and area of service can be found by clicking here.




Do I have to pay extra delivery fees for same-day service?


Unlike some other online shopping services, Sarnia Produce does not charge any extra fees for same-day service other than what is posted on our Area of Service and Fees. However a $5.00 Curb-Side pick up fee will be charged per order processed.





Ordering

How do I find items?


Finding the items you love is easy! Try one of these ways:

  1. Shop by the current week's Flyer Deals on our home page
  2. If you know what you're looking for, enter it in the search bar near the top of our SHOP page.
  3. Our online shopping page is separated into categories; Fruit, Vegetables, Pantry; Bakery and Beverage on the left side of the page you can toggle which you want to see or see them all.




How do I add items to my cart?


Click on the item and then increase or decrease the quantity using the "+" or "-" buttons. Then click "Add" to add the item(s) to your cart. You can adjust quantities or remove items any time before confirming your order.




Is there a minimum order amount?


There is no minimum charge on purchases to place an order.




How far in advance can I place my order?


You can place your order up to 9 days in advance.




Is there a quick and easy way to fill my Shopping Cart with the products I usually buy?


At the moment we do not have that feature available but we are working on setting up a feature that will allow you to save products you normally buy. We will let our customers know when we add new features to our online shopping site.




How do I use promo code on online orders?


If there is a promo code available, you will be able to input that promo code when checking out your cart.




How do I add special delivery instructions?


To help your delivery arrive on time and at the right place, you can (and should!) provide helpful info like:

  • Where to park
  • Building security/gate info
  • Directions to tricky-to-find front doors
  • Unique visual details (e.g. red mailbox)
Add this info during checkout when entering your delivery address.




Can I change my order if I've already checked out?


For same-day service, you can change your order before 1 p.m. For regular service, you can change your order before 11:59 p.m. on the day before pickup or delivery. During this time of the COVID-19 Crisis, we are unable to have items returned back to us, however we will be doing our best to ensure that all your items are your typical Sarnia Produce Fresh products. We will revise this policy at a later time.




What's the cutoff time for placing an order?


There is never a cut-off time for placing an order, however: For same-day delivery service, place your order any time before 1 p.m. on the day before delivery. For same-day curb-side pickup service, place your order before 11 a.m. *Please be aware that during the COVID-19 Crisis, we may require 24hrs. notice ahead of your secheduled delivery in your area or for curb-side pickup.




Can I cancel my order?


You can cancel your order by 3pm before your pick up or delivery for a refund, however there will be a $10.00 cancellation fee to pay for the processing fee of your order.




Is it possible that I won't get the items I ordered?


It's rare that a product is unavailable, but it sometimes happens and when it does, we'll do our best to choose a similar product as a substitution. When a substitution is made, you'll be charged the price of the original item you ordered or less if the substitution has a lower price. If you're not entirely satisfied with the substitution we make, we'll refund* you. *During the COVID-19 Crisis a refund will not be possible as we can not accept any items for return. We will let our customers know when this will change and we go back to our normal policy.




Is there a quantity limit for orders?


To provide our customers with the best experience, there are NO limits (other than what we have in inventory) to what you can order.





Delivery / Pick-up

Can I track my order status?


On the day of your scheduled delivery or pickup, you'll get an email confirming that your order is out for delivery or ready for curb-side pickup.




Do I need to be home to receive my delivery?


We would prefer that someone be home so that you know that your order has been placed outside your door for when the items are delivered, but you do not have to be home. Delivery driver will knock or ring your door bell and will leave the order at your door, so there is no need to answer the door.




Can I refuse products when I get my order?


During this time of the COVID-19 Crisis, we are unable to have items returned back to our store. We will revise this policy at such time when we can.




I'm running late/can't pick up my order for curb-side pickup. What should I do?


If you order is not picked up, we will keep it in cold-storage for you so that you can pick it up next day.




What can I do with the plastic bags that come with my order?


Your order will be packed in recyclable plastic bags. You can reuse these bags or recycle them with your usual household recycling program (as permitted by your municipality).




Should I tip the delivery driver?


The only service fees you pay are the ones you've already paid as shown on your receipt. There is no need to tip the delivery person.




How do I pickup my order for curb-side pickup?


When you have received your email notice that your order is ready for pickup, please come to our store and call us when you are parked in the parking lot. Please bring your ID and a copy of the order receipt. Call us at our curb-side pick up # (226-774-3397) and let us know that you are in our parking lot and tell us which car you are in. PLEASE DO NOT USE OUR CURBSIDE # TO CALL FOR ANY OTHER REASON OTHER THAN TO LET US KNOW THAT YOU ARE PARKED AND WAITING FOR YOUR PICKUP. One of our Sarnia Produce Team Members will come to your car with your order. You will have your window rolled up and show us your ID and receipt against the window. You should have the trunk of the car open so that your order will be placed in the trunk of the car.





Pricing

Are promos and offers the same online as they are in-store?


You'll generally enjoy the same promos and offers currently available in your store. Some coupons are not applicable online. Refer to the terms and conditions listed on any promotional coupons and deals to check if they can be used online.




How do I redeem promo codes on online orders?


It's simple! Enter the promo code at checkout and click "Apply". Only one promo code per order can used.





Payment

What payment methods are accepted?


We accept credit cards (Visa, Mastercard, American Express) and Visa Debit.




Do I get a receipt?


After you have placed your online order, we'll email you an electronic receipt with details about the final charges for your order. Keep a copy of this receipt for reference or any questions/issues with your order. You will also need your receipt for curb-side pickup.




I don't have a credit card. Can I still shop online at Sarnia Produce?


Credit cards and Visa Debit are the only payment methods currently accepted online.




Is my information kept on a secure site?


Sarnia Produce complies with the highest standards of information security. Other than your billing address, Sarnia Produce doesn't store any of your banking information on its site.





Products

Are the photos I see online representative of the products I'll get?


Photos used are to illustrate the product and don't necessarily reflect the quantity selected. Refer to your Shopping Cart to see the quantity you've chosen.




Is the product offering the same online and it is in-store?


Most of our in-store products are well-represented on sarniaproduce.ca but there still might be some items you see in our store that aren't available online.




How can I be sure the products chosen for my order are the best in quality and freshness?


Your order will be prepared by a personal shopper, a dedicated member of the Online Shopping team who's specially trained to select the freshest items using the same care you'd use if you were doing it yourself!





Returns & Exchanges

Why did I receive an item that's different than what I ordered?


Sometimes, an item that was in stock when you placed your order goes out of stock by the time your order is prepared. When that happens, we'll do our best to choose a similar product as a substitution. When a substitution is made, you'll be charged the price of the original item you ordered or less if the substitution has a lower price.




What if there's a problem with my order after I've picked it up or after it's been delivered?


Your satisfaction is important to us. If there's a problem with your order, give us a call at 1-519-336-5561. We'll help find a solution. Our customer service team is available from Monday to Friday from 8 a.m. to 5 p.m. and Saturday from 9am to 1 p.m.




What's the return policy for online orders?


During this time of the COVID-19 Crisis, we are unable to have items returned back to us, however we will be doing our best to ensure that all your items are your typical Sarnia Produce Fresh products. We will revise this policy at a later time.





Technical Assistance

Why am I getting an error message when I enter my payment info?


If you're getting an error message, check the following requirements:

  • The credit card you've entered is a Visa/Mastercard/Amex or Visa Debit.
  • The laptop, smartphone, etc. you're using has a Canadian IP address.
  • The billing address linked with your saved payment method is Canadian.
If all of the above is correct and you're still getting an error message, connect with the bank that issued your credit card to check that the address and postal code associated with your card are correct.




Is it safe to place my online order from a public computer?


If you use a public computer, just remember to close your session once you've placed your order and delete your user name or password used during your session. This should be standard practice whenever you are using a public computer. Whether you use a public or home computer, you can rest assured that sarniaproduce.ca is a secure site; your confidential information is protected while browsing and a banking service provider protects your credit card information.




How do I get in touch with Sarnia Produce for extra help?


There are two ways to get in touch:

  • Email us at info@sarniaproduce.ca
  • Call us at 1-519-336-5561. Our customer service team is available from Monday to Friday from 8 a.m. to 5 p.m. and Saturday from 8am to 1 p.m.
  • You can also reach us with our online chat feature on the bottom right corner of our website.





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